1. INTRODUCTION
Castle Hill RSL Club Ltd (CHRG) uses a variety of print and digital communication channels to inform, engage and consult with customers, team members and the community on decisions, policies, programs, services and events.
The purpose of this policy is to ensure that all communications will be a positive reflection of CHRG’s commitment to our team and our community and communicate with our community in a manner that is clear, concise, accurate and consistent with CHRG decisions and policies.
This policy applies to all team members and contractors of CHRG This Policy relates to all verbal, printed, electronic and online communications. It is aligned with our Code of Conduct and Information and Communication Technology Policy
2. COMMUNICATIONS AND MEDIA ENGAGEMENT
2.1.Media Announcements
The Group Chief Operating Officer (COO) must be briefed on any upcoming milestones, events, activities, issues or announcements likely to generate publicity or media interest.
All Press release content is reviewed by the GCOO, Chief Executive Officer (GCEO) and, where appropriate, Directors.
All CHRG employees are required to immediately report to the GCEO and GCOO, any information that may be or may become material information. The GCOO should ensure that material information is disclosed to the public after obtaining the approval of the GCEO. Material information includes:
• Any significant changes in financial performance or expected financial performance;
• Any significant new projects or ventures;
• Any significant acquisitions or divestments;
• Any material litigation or disputes involving CHRG Group; and
• Changes in Directors and executive management.
The COO will circulate news and respond to media in line with agreed timelines and will electronically distribute PR received.
2.2.Media Management
All requests from media representatives should be referred to the GCOO These include, but are not limited to, requests for information, filming, images, quotes, interviews and/or appointments by any member of the press, both locally and nationally.
Only designated spokespeople for CHRG are authorised to speak to the media on behalf of the Group. The designated spokespeople for the company are:
• Group Chief Executive Officer
• Group Chief Operating Officer
Should the media approach any employee or Director, other than the official spokespeople of CHRG, either directly or indirectly via phone, email or in person, employees should record details of the journalist’s name, contact details and media outlet, and advise the journalist that their call will be returned shortly. The call should be referred to the GCOO to be handled. Communication by other individuals, including employees and
Directors, must be approved in advance by the CEO or a nominated representative. Matters involving Directors will be addressed in consultation with the President of the Group.
Employees and Directors are directed to say, “I am not an authorised spokesperson for the Group/Club, but if you share your details with me, I can have someone contact you.”
Media interviews should be conducted in the presence of the COO, where possible. Recordings (or notes, if recordings are not possible) should be made of any interviews.
All media releases, not otherwise covered under the terms of this policy, must be reviewed by Andy Abey with formal sign-off to be obtained from the CEO. To the extent that any third party is mentioned in any release, then that third party should sign off on such release where appropriate.
Any use of the name, logo or activities of CHRG, or any announcement of any business relationship involving the Group, can only be made with advance approval by the COO who will determine, in consultation with the CEO, whether it is appropriate to permit the relevant use or announcement.
2.3.Media Monitoring
• An external provider is used to monitor coverage and reporting on press coverage & industry news
• Coverage is expected for events communicated in operating & development projects.
• Media lists are with Andy Abey for reference.
• All coverage received is shared with the CEO for further distribution.
3. ISSUE AND CRISIS MANAGEMENT
CHRG has established a Crisis Communications Committee consisting of the following members:
• Group Chief Executive Officer
• Group Chief Operating Officer
• Group Asset & Project Manager
• Head of People and Purpose
• General Manager (for concerned venue)
3.1.Crisis Communications Committee Responsibilities:
This committee is responsible for:
• Risk mapping and assessment
• Issues monitoring and management
• Crisis communications planning
• Development and maintenance of online and offline crisis communications resources
• Planning and management of regular crisis communications training and simulation exercises
The GCOO is responsible for developing and maintaining the company’s Crisis Communications Plan and processes for the identification and escalation of issues, and for managing the company’s response to issues and crises.
All requests from the media should be referred to the COO and only official spokespeople are authorised to speak to the media on behalf of the Group.
Should the media approach any employee, other than the official spokespeople of CHRG, either directly or indirectly via phone, email or in person, the request should be referred/forwarded to the COO
4. CONTENT DEVELOPMENT
The GCOO and Corporate Affairs team is responsible for the development and quality assurance of all corporate content for use across the company’s official online and offline communications channels.
Content includes, but is not limited to:
• Website content for the CHRG corporate website and any relevant micro sites
• Copy for official CHRG collateral including the corporate and group profiles, fact files and corporate video materials
• Press releases, editorials, company backgrounders and other official corporate content for PR & media purposes
• Corporate presentations
• Executive biographies
• Corporate information on internal communications channels
• Corporate social media content
Content related to entertainment, dining, sales, marketing and promotions is the responsibility of the Corporate Affairs team.
The Corporate Affairs team’s role is to support the business through communication planning, coaching and guidance to ensure all corporate content is in line with the Group’s strategy, key business objectives, priorities and key messages.
All requests for content development, editing and proofreading should be channeled through the Corporate Affairs team, who has final approval authority on all corporate content.
No corporate content should be developed, printed and/or distributed without the prior written approval from the Corporate Affairs team, who will consult with the COO.
5. DIGITAL COMMUNICATIONS & SOCIAL MEDIA
This social media policy is designed to define the parameters for the use of digital communications and social media at CHRG.
The objective is to ensure that any content that is shared on social media on behalf of CHRG reflects the mission, vision and values of the company.
For the purposes of this policy, digital communications and social media includes all online platforms including blogs, forums and (personal) websites, as well as channels such as email, Twitter, Facebook, YouTube, LinkedIn, Pinterest, Instagram, SnapChat, TikTok and other social sites.
Social media communications for CHRG is managed by the Corporate Affairs Team All content for use across CHRG’s social media channels should be approved by Corporate Affairs, before it is posted.
The Corporate Affairs Team, will ensure that:
• All content is aligned with key messages, as per the Group strategy, priorities, mission, vision and values
• Relevant written approvals are sought for any information about CHRG, and any of its entities, company stakeholders, partners and employees, that is not in the public domain
• Any third-party content that is shared on CHRG’s social media channels is referenced and that sources are correctly credited
• Any questions, comments, complaints and other inquiries from followers, fans and the general public are responded to in a timely and professional manner
• Any issues, complaints and negative feedback that is posted about CHRG, its projects and people, is communicated and escalated, where appropriate
• Regular reporting on CHRG’s presence and performance takes place to provide full transparency on what is being said and discussed online
5.1.CHRG employees’ personal use of digital communication channels and social media
CHRG acknowledges that users have the right to contribute content to public communications not operated by CHRG, such as email correspondence, social networking sites like Facebook, Twitter or YouTube. However, inappropriate use of such communications has the potential to cause damage to CHRG, employees, clients and suppliers. For that reason, the following provisions apply to all users:
• Team members may identify themselves as being an employee or Director of CHRG on a personal social media page (eg. posting it in their ‘Work and Education’ section on Facebook). However, all identified employees must not post or otherwise associate themselves with any material on their personal page that could be considered defamatory, racist, sexist, or otherwise bring the reputation of the Club, Directors, managers and/or employees into disrepute.
• Team members must not publish any material that may expose CHRG to any possible negativity ot legal liability. Examples include, but are not limited to, defamation or discrimination proceedings.
• If it comes to CHRG’s attention that a team member has made inappropriate and/or unauthorised comments about CHRG or an employee, contractor, leaders, Board member, patron, etc.
• An employee or Director must not use their CHRG email address or any Group logos or insignia that may give the impression of official support or endorsement of your personal comment.
• Employees and Directors must not share information about CHRG that is not in the public domain, including confidential information as outlined in our Privacy Policy
• Any employee or Director publishing online articles that identify themselves as being an employee of CHRG must have them approved in advance from the Corporate Affairs Team
• Team members are not allowed to make use of apps such as Snapchat, Instagram etc while on duty and/ or in uniform, unless approved by the Corporate Affairs Team.
5.2.CHRG Staff Facebook Page & Intranet
CHRG maintains a staff Facebook page and internal intranet site to keep team members from across all venues informed of policy updates, upcoming events, important information, current promotional initiatives, advertised internal positions etc. It is not mandatory for employees to join, however it is encouraged as Facebook is one of the main sources of communication and consultation with our team
Designated administrators from the People and Corporate Affairs teams maintain the page, and possess the right to confirm and delete members from the group, delete posts, inappropriate comments etc. Please note inappropriate use of the Facebook page can result in disciplinary action.
Examples of inappropriate behaviour include, but are not limited to:
• Swapping shifts or requesting team members to cover shifts (exception of administrators)
• Posting content or photos that are not work related without approval
• Disparaging the club, it’s patrons, Board of Directors, leaders, team members, facilities etc
5.3.Other Staff Communication Platforms
CHRG maintains several communication platforms, in addition to Facebook, to communicate current news, access policies and procedures, view org charts, access payslips, etc.
• Humanforce – Rostering, Payslips and Notifications
• Notice Boards (Paper & Electronic)
• SMS
• SharePoint
It is the responsibility of team members to ensure they can access these platforms and that they are checked regularly for relevant information.
6. BREACH OF THIS POLICY
Breaches of this policy may result in counselling and or disciplinary action, up to and including dismissal (or, for persons other than employees, the termination or non-renewal of contractual arrangements).
Other disciplinary action that may be taken includes, but is not limited to, issuing a warning, removal from duties that involve accessing CHRG ICT resources (whether on a permanent or temporary basis), or suspension.
7. REVIEW OF THIS POLICY
This policy will be reviewed every two years to ensure it remains consistent with all relevant legislative requirements, as well as the changing nature of the company or more frequently where legislative requirements are changed or amended.
8. POLICY COMMUNICATION AND EDUCATION
This policy will be stored on CHRG’s intranet site. It will be incorporated into induction/onboarding programs and CHRG will conduct education sessions on the application and operation of this policy as required and when any changes to the policy are implemented.
9. DOCUMENT HISTORY
Prepared by: Approved
Alison Brinkman Head of People & Purpose
Alison Brinkman Head of People & Purpose
David O’Neil Group CEO
David O’Neil Group CEO